Senior News Editor, CRM and Speech Technology magazines
212-251-0608, ext. 110
Len is responsible for assigning and editing content for CRM and Speech Technology magazines and their related Web sites, eNewsletters, and other materials. He writes at least one feature and case study and compiles the Insight section in each issue and contributes to daily news coverage and blog postings on the Web site.
Len got his start in journalism 20 years ago. Various reporting, photography, and editing roles at several weekly newspapers in the New York metropolitan area preceded his switch to trade publishing. He has served as the managing editor at publications covering foodservice and recreational activities for U.S. military and government entities, and at college campuses around the country. Immediately prior to joining the Speech Technology staff in November 2006, he served as managing editor at Food Logistics magazine, covering the warehousing and transportation of food and related products in the retail supermarket and foodservice industry.
An award-winning writer and editor, Len is a graduate of Marist College in Poughkeepsie, N.Y., where he earned a bachelor's degree in communications, with a concentration in journalism. He also has minors in Spanish and history.
Businesses benefit when information flows freely between systems
Marketing experts create a five-part model to measure customer commitment
ContactBabel sees huge growth in hosted customer support
Consumers want more than compensation when things go wrong
NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times
Brands are empowered to connect consumer feedback gathered through digital channels with specific physical locations.
Posted 28 Aug 2015
Adding channels and technologies shouldn't be done in silos, speakers say. (Featured on SmartCustomerService.com.)
Posted 20 Aug 2015
Conference attendees are reminded that the key to happy customers is happy and informed employees. (Featured on SmartCustomerService.com.)
Posted 19 Aug 2015
Speakers urge attendees to stop thinking operationally and start looking at service from the customers' perspective. (Featured on SmartCustomerService.com.)
Posted 18 Aug 2015
Microsoft's DNN technology brings greater speech recognition accuracy to the 7 Customer Engagement Platform. (Featured on SpeechTechMag.com.)
Posted 14 Aug 2015
Sprout Social now has access to Twitter data and analytics.
Posted 07 Aug 2015
Jive rolls out new features for Jive Chime real-time messaging app, including integration with the new Jive Circle.
Posted 31 Jul 2015
Infer's predictive lead scoring helps Concur close more deals more quickly.
As an IBM Watson ecosystem partner, Purple Forge is leveraging Watson technology to improve the customer service experience for the City of Surrey in British Columbia, Canada.
Posted 24 Jul 2015
French firm acquires the U.S. contact center outsourcing firm.
Posted 13 Jul 2015
Speech technology, combined with artificial intelligence, will enable people to interact with machines in a natural way
DialogTech helps Hogsalt capture $75,000 in additional revenue per month
The latest version of Jive-x offers features to make communities more friendly for end users and moderators.
Posted 26 Jun 2015
Partnership and product integration between Aspect and LiveVox helps companies forecast and optimize calling campaigns and agent staffing.
Posted 19 Jun 2015
Coveo's search-as-a-service solution unites information across cloud- and premises-based systems.
Posted 16 Jun 2015
Simply delighting customers doesn't breed loyalty, but it can cost more, CEB research suggests.
Posted 10 Jun 2015
PureCloud Engage is designed to help contact centers accelerate business impact, deliver consistent outcomes, and improve the customer and agent experience. (Featured on SmartCustomerService.com.)
Posted 09 Jun 2015
NetBase's Live Pulse Mashup brings social media visualizations to the C-suite.
Posted 05 Jun 2015
MindTouch Responsive is the result of years of research into online consumer behavior.
Posted 29 May 2015
Requiring multifactor authentication makes it harder for hackers to access information
Dynamic Audiences understands customer conversion, so brands don't advertise products to people who have already bought them.
Posted 22 May 2015
Influitive Communities allows marketers to create active B2B communities across the Web.
Posted 15 May 2015
Latest release integrates Digital Playbooks for an end-to-end guided selling and content automation solution
Posted 08 May 2015
Businesses undergoing a digital transformation should home in on SAP HANA, speakers say.
Posted 07 May 2015
Latest Lumira version offers new visualizations and data access.
Posted 06 May 2015
CallMiner Eureka incorporates voice biometrics from SpeechPro to isolate each person's voice.
Posted 01 May 2015
Protecting valuable customer information should begin in the contact center and end in the executive suite.
Get Satisfaction's social community platform helps the CSM solutions vendor generate industry buzz
Brand Keys' Customer Loyalty Engagement Index finds that many companies are unable to deliver on emotional values.
Microsoft's user conference highlights product launches and integrations around its CRM line.
Newest version of Pivotal CRM offers greater mobile capabilities.
Posted 24 Apr 2015
The latest release helps companies automate complex customer interactions.
Posted 22 Apr 2015
HTTPS will make ads safer and more secure for Internet users.
Posted 17 Apr 2015
Outsourced contact centers implicated in cell phone scheme involving data for 280,000 customers.
Posted 10 Apr 2015
A new generation of consumers prefers short message service to other ways to reach agents.
Poor customer service accounts for most company defections.
The wearable device can track users' movements, prompting interest from marketers.
The multichannel cloud contact center solution provides IVR, agent infrastructure, and automated prescription reminders for a mail-order pharmacy.
Updated voice-of-the-customer analytics platform reveals even more valuable insights into customer interactions.
Posted 27 Mar 2015
Zappix Visual IVR authoring tool allows companies to build mobile and Web apps in minutes.
Posted 20 Mar 2015
New partnerships with InsideSales.com, FieldOne, DocuSign, Thunderhead, and Ford round out the day's announcements.
Posted 18 Mar 2015
Day 1 sessions highlight new releases and integrations for Dynamics CRM.
Posted 17 Mar 2015
Latest release expands capabilities to reach global consumers.
Posted 13 Mar 2015
Company rebranding reflects a greater market change around voice communications.
Posted 02 Mar 2015
Call center technology makes reaching help one less hurdle for struggling parents.
Partners and customers are lined up to bring the supercomputer into the contact center.
The 'online GPS' can eliminate site confusion and facilitate interactions.
The image- and video-sharing site now surpasses Twitter in users.
Mobile spending projected to reach $1.42 billion by 2019.
HP Qfiniti 10.3 extends connectivity to Genesys and Cisco telephony switches and maximizes value from customer interaction data.
Posted 27 Feb 2015
The application enables content marketers to take a data-driven approach.
Posted 20 Feb 2015
New features make real-time customer feedback more accessible, engaging, and actionable.
Posted 13 Feb 2015
Three consecutive quarters of job growth revive U.S. contact center industry.
Posted 06 Feb 2015
Interactions should be designed with the customer in mind.
Online retailers need to respond at the right time and with the right message.
Frost & Sullivan identifies support interaction optimization as a $1.3 billion global market category.
The social community platform has become an effective customer service tool.
GeoIP immediately serves localized content down to the ZIP code, without impacting speed or performance.
Posted 30 Jan 2015
With a five-minute setup, sales execs can see at-risk deals to drive immediate action.
Posted 23 Jan 2015
New EasyAsk Voice Shopper lets customers query e-commerce sites with their voices. (Originally appeared on SpeechTechMag.com)
Posted 16 Jan 2015
The $275 million deal expands Alorica's capabilities, service offerings, and delivery options.
Posted 08 Jan 2015
Rushing customers off the phone might cut costs, but ignores the potential for greater value.
Kana Software's Lagan Enterprise system revitalizes city services.
Studies point to a decline in mobile app usage among smartphone owners.
Many retailers aren't buying into the newest mobile wallet solution.
Salesforce.com entered the $38 billion analytics market with its sixth cloud platform. (Originally appeared on DestinationCRM.com)
The ChoiceView mobile app for visual IVR now supports iPhone 6 and iPhone 6 Plus.
Posted 19 Dec 2014
The partnership enables organizations to better segment and target contributors.
Posted 12 Dec 2014
Real-time classification of social data into half a million topics moves the industry beyond keyword- based analysis.
Posted 05 Dec 2014
The latest innovations add a sense of immediacy to customer interactions.
Computer-connected headsets could seamlessly link agents and supervisors.
Despite improvements,l cross-channel campaign management still has usability challenges.
Parents in need get improved access to services with new call center technology. (This article originally appeared in the Winter 2014 issue of Speech Technology.)
With the SAP Lumira Edge edition, SMBs can perform data visualization too.
Posted 21 Nov 2014
Nexus optimizes live support interactions to resolve more customer tech-support issues.
Posted 14 Nov 2014
Latest release of Eureka Speech Analytics allows users to uncover insights from customer conversations
Posted 07 Nov 2014
The food rescue organization broadens its reach with Microsoft Dynamics.
American Customer Satisfaction Index sees one of its biggest drops in 20 years.
Most callers would rather hang up than leave a message.
The new program rewards customers for everyday activities.
At-home agents can be as productive, if not more so, as those in the contact center.
Partnership enables companies to create a more complete understanding of customer behavior.
Posted 31 Oct 2014
New Act! version 17 helps small businesses automate and integrate sales and emarketing.
Posted 24 Oct 2014
Many new features delivered already, with more on the way.
Posted 16 Oct 2014
Salesforce.com enters the $38 billion analytics market with the launch of its sixth cloud in the Salesforce Customer Success platform.
Posted 15 Oct 2014
Salespeople can access Nimble's Smart Contact insights right within their email inboxes.
Posted 10 Oct 2014
Why companies must assess the effectiveness of tying agent compensation to contact center metrics.
More than two-thirds of companies that have replaced workers with automation added new positions as a result.
Tweet Activity Dashboard helps companies see how posts perform.
In urgent need of a new contact center system, the emergency monitoring device provider turned to the cloud solution for aid.
New integration simplifies collaboration and execution of content marketing programs.
Posted 26 Sep 2014
While he remains as executive chairman and CTO, Catz and Hurd will share CEO duties.
Posted 19 Sep 2014
Updates to Microsoft Dynamics CRM Online and Microsoft Dynamics Marketing will help marketers and salespeople collaborate more effectively.
Posted 16 Sep 2014
New reporting feature predicts customer satisfaction level.
Posted 12 Sep 2014
The pizza chain has social media customer care under control with Astute SRM.
Sales and customer service calls take 16 percent longer today.
Despite mixed reviews, the smartphone's connection to the largest e-commerce network will facilitate mobile transactions.
Decades-old neural networking technology is being used to improve voice interactions.
Bring together the voice of the customer and the voice of the employee to gain a more complete view of customer experiences.
Action buttons help brands extend engagement outside of apps.
Posted 29 Aug 2014
New self-serve testing solution lets users determine who sees proposed changes.
Posted 22 Aug 2014
Saleslogix will be rebranded Infor CRM and add sales and service functionality to Infor's CloudSuite.
Posted 15 Aug 2014
SMS Click-Through Tracking lets users embed links into SMS and email messages and track recipients' click behavior.
Posted 08 Aug 2014
Journey Builder is a comprehensive customer journey solution to plan, personalize, and optimize customer interactions across channels and devices
Posted 01 Aug 2014
The phone still outperforms other channels for customer service.
The Experian Marketing Suite enables brands to create and deliver authentic customer experiences across all interaction points.
Posted 25 Jul 2014
IBM and Apple will collaborate on a number of industry-specific mobile applications and bring more Apple iOS devices to the business world.
Posted 18 Jul 2014
8x8's Virtual Office and Virtual Contact Center improve operations at the cruise booking site.
Keynotes highlight convergence of CRM, ERP, and e-commerce.
Today's large retailers are connecting with customers in new ways.
Contact centers have deployed new technologies in silos; integration is difficult but not impossible.
FirstRain's Personal Business Analytics for Salesforce1 will be generally available next month.
Posted 20 Jun 2014
The former SAP executive is set to take the reins at the consulting and outsourcing firm.
Posted 13 Jun 2014
PCMI enables insurers to deliver consistent customer service across channels.
Posted 09 Jun 2014
Research suggest the need for a smarter combination of enterprise social networking tools.
The annual growth rate is twice that of the brick-and-mortar contact center outsourcing market.
Ruby Receptionists answers Burton Law's calls from miles away.
Industry leaders to deliver new solutions and mobile experiences for mutual customers.
Posted 30 May 2014
Speakers at user conference express excitement over CRM expansion opportunities.
Posted 22 May 2014
Aptean will continue to offer industry-specific solutions for its different vertical markets.
Posted 21 May 2014
New product enhancements bring greater attention to mobile, simplified user interfaces, and tighter integrations.
Posted 15 May 2014
Keynote highlights convergence of CRM, ERP, and e-commerce systems.
Posted 14 May 2014
Spectrum Spacial helps businesses connect the dots between data and geography.
Posted 09 May 2014
New app lets customers browse FAQs, submit service tickets, and query knowledge bases right from a company's Web site.
Posted 02 May 2014
Photo-sharing site uses Live Person to help members with design projects.
Convergence keynote speaker says businesses that serve customers best are P2P (people-to-people).
Labor rates are no longer the main concern as companies consider outsourcing their contact centers.
Service Cloud SOS provides instant access to agents through a help button positioned inside a mobile app.
Posted 25 Apr 2014
The OrgSpan acquisition is designed to strengthen Interactive Intelligence's cloud-based business communications solutions.
Posted 18 Apr 2014
Social media platform will track and analyze social activity for advertisers.
Posted 11 Apr 2014
Salesforce's new industries strategy will focus on delivering solutions for key verticals.
Posted 04 Apr 2014
Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate.
Companies can rebound by providing more multichannel customer service options.
Chat, SMS, and virtual agent solutions have a strong future if deployed wisely.
The online auto insurance provider updates agent skills with Intraday Management technology.
Lithium's acquisition of the social influence scorer positions it to expand its data resources.
Posted 28 Mar 2014
Aspect Software's Proactive Engagement Suite is a cloud-based customer communications platform.
Posted 21 Mar 2014
Aspect's WFO 8.0 and Aspect Mentor expand the reach of speech analytics beyond basic call recordings.
Posted 14 Mar 2014
Microsoft's Bill Patterson says CRM has to come together with so many other business applications.
Posted 05 Mar 2014
In his Day 1 keynote, Microsoft EVP Kirill Tatarinov showcases product enhancements resulting from recent acquisitions.
Posted 04 Mar 2014
Companies can increase revenue and improve agent efficiency.
Everyday users can turn data into insight.
New functionality in Demandbase's B2B Retargeting solution lets users define who gets retargeted and for how long.
Posted 28 Feb 2014
New name reflects stronger emphasis on employee training to improve interactions.
Posted 21 Feb 2014
With Pie's TotalTechHero, service providers can troubleshoot and fix networking and device issues with the customer via the cloud.
Posted 14 Feb 2014
Scaller solution for higher education now sends surveys to students' mobile phones.
Posted 07 Feb 2014
Sixty-three percent of firms plan additional investments in 2014, LexisNexis research finds.
Muscogee Creek Nation's Enacomm solution overcomes the challenge of spiking call volumes.
New channel interactions don't have to be complicated.
Customer service and accounting applications can be accessed from within Gmail.
Posted 31 Jan 2014
Saleslogix version 8.1 includes an extensive suite of social CRM capabiltiies.
Posted 17 Jan 2014
IBM's Watson supercomputer now has its own group within IBM and a budget of $1 billion to grow its technology and partner ecosystems.
Posted 10 Jan 2014
Commence CRM Version 5.5 offers instant messenger, Microsoft Word integration, calendar syncing, and mobile features.
Posted 03 Jan 2014
Game techniques keep agents happy, engaged, and better equipped to handle interactions.
The home fitness brand increases call center efficiency with CallMiner Eureka.
Ovum research finds very few customer-adaptive enterprises exist today.
Colloquy report shows varying bequeathing policies for leading airline, hotel, and credit card loyalty programs.
The software giant will incorporate Responsys' offerings into its Marketing Cloud.
Posted 20 Dec 2013
Two former Salesforce.com executives launched startup GetFeedback.com today to help companies design and administer online surveys.
Posted 13 Dec 2013
New features in Spaces by Moxie include simpler user interfaces, tighter security, a chat translation function, and easier content management.
Posted 06 Dec 2013
Improved communication in Web self-service and proactive outreach have bolstered customer sentiment, according to a J.D. Power study.
ANA reports external firms are on the decline as companies assign tasks to internal teams.
Ticksy helps Web design firm respond to customers quickly and efficiently.
Effective strategies start with talking to customers.
With 135,000 attendees, Dreamforce made for a great launching pad for companies besides just salesforce.com.
Posted 22 Nov 2013
Powered by the new Salesforce1 Customer Platform, 1 Touch Service allows companies to build and embed service within any product, app, or experience.
Posted 20 Nov 2013
Salesforce1 is the new social, mobile and cloud customer platform built to transform sales, service and marketing apps
Posted 19 Nov 2013
Updated standards are designed to help organizations make payment security business-as-usual.
Posted 08 Nov 2013
New Nimble Contacts widget for HootSuite enables business teams to access customer and prospect data right from within the social media monitoring app.
Posted 01 Nov 2013
The phone is losing ground as a leading communication channel. Can you meet customers where they're going?
The company sees retention increase after deploying a VoC solution from Confirmit.
Attention shifts from gathering product feedback to greater customer engagement.
The company does a lot more than just documents.
Five9's acquisition of SoCoCare strengthens its position in social and mobile customer care.
Posted 24 Oct 2013
Android developers can now keep customers in their mobile apps while offering support and harnessing feedback.
Posted 17 Oct 2013
The new Optimum Voice cloud-based service answers calls with a professional greeting 24/7.
Posted 11 Oct 2013
Tracking consumers in stores and online brings privacy issues back into the spotlight.
Learning from Amazon.com's success, businesses leverage e-commerce to bypass retailers.
The industry is making up for lost time with a focus on new strategies.
3C Logic helps a credit counseling service 'keep up with customers.'
Advances in speech security have made it more feasible and reliable as a call center tool.
New inbound marketing capability provides insights into offline and online activities together.
Posted 06 Sep 2013
Many colleges and universities are only using CRM for marketing, ignoring vital service and sales components.
Mitel deployment helps connect staff with zoo patrons—and each other.
Research finds a link between customer loyalty and continued engagement.
IVR and email top the list, but online customer support gains ground.
CRM Evolution panelists uncover the need to use CRM for more than just selling tickets.
Posted 21 Aug 2013
Life is a game of milliseconds, and companies that don't waste them will come out ahead.
Posted 21 Aug 2013
Companies that cling to a product-centric mentality will go the way of the Walkman.
Posted 20 Aug 2013
New In-App Co-Browse solution lets customer service agents help customers find what they need in mobile applications.
Posted 19 Aug 2013
The deal brings Web and contact center analytics together
Posted 07 Aug 2013
Research uncovers the phrases most hated by callers to customer service.
Nike is the most "socially devoted" U.S. brand.
The check printing firm further expands into the marketing and business services market with this $27 million deal.
Posted 26 Jul 2013
New Forrester research finds that all business decision-makers are regular users of social media.
Posted 19 Jul 2013
The new fall 2013 version features a new user interface, greater integration with social and collaboration tools, and more mobile support.
Posted 02 Jul 2013
Sixty-eight percent will increase mobile spending in the next year.
Disruptions in the traditional sales model create urgency for vendors and opportunities for end users.
Pharmaceutical firms are sharpening their focus on multichannel marketing and analytics.
The home automation services company uses agent downtime to increase productivity.
Acquisition adds strength to Adobe's Marketing Cloud.
Posted 28 Jun 2013
Both companies agree to integrate Salesforce.com and Oracle clouds.
Posted 26 Jun 2013
New Web-based calculator tool provides a dollar value to bad customer service.
Posted 21 Jun 2013
Defining the experience is key to improvement.
Posted 11 Jun 2013
Company CEO and founder outlines the company's plans for PRPC 7 and beyond.
Posted 10 Jun 2013
Surveying tool yields positive results for Austrian carrier.
Consumers increasingly search for local businesses on mobile devices.
Many financial institutions are still not exploiting social media despite changing customer needs.
Company comes out of its cocoon to help customers get the most value from IT investments.
How speech technology can improve social media campaigns.
Genesys further extends its cloud-based contact center solutions portfolio with proactive collections and payments, mobile marketing, and customer service applications.
Posted 21 May 2013
Interactions panelists say customers should be the center of all that happens in the contact center.
Posted 15 May 2013
The online customer review site founder advocates empowering customer service reps to fix customer complaints.
Posted 14 May 2013
Integrates voice, chat, email, fax, and customer systems into a single unified agent desktop.
Posted 10 May 2013
Professional shoppers should be used in conjunction with call monitoring, speech analytics, surveying, and voice-of-the-customer feedback management.
In a tight economy, companies must use VoC solutions for price sentiments.
Competitive advantage requires a multidimensional view of customers.
Customer interactions via social media can't be just about one or the other.
Canada's largest city improves customer service with Toronto 311.
A new survey finds that adding financial-management tools and rewarding consumers could increase use of mobile phones as payment devices.
Posted 26 Apr 2013
Get Satisfaction helps online video broadcast platform provider Ustream benefit from a support community.
Companies should strive to be less rational with customers.
Auto sellers respond to customers with online options.
Why several Silicon Valley-area firms have done just that and are sticking with their decisions.
The company's stated goal is to support business users wherever they are and on whatever devices they're using.
Posted 20 Mar 2013
Company highlights innovations to help businesses unite their organizations, connect with their customers and get the most value from their information technology investments.
Posted 19 Mar 2013
CaaS Small Center is geared for contact centers with fewer than 50 agents.
Posted 18 Mar 2013
New enhancements add better campaign management, mobile and social capabilities, analytics insights, and content management.
Posted 06 Mar 2013
New solutions provide integrated Web, social media, text, and email customer interaction options.
Posted 05 Mar 2013
New features are designed to increase community engagement and improve message relevancy with customers and employees.
Posted 01 Mar 2013
The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem.
Posted 26 Feb 2013
Genesys expands further into the cloud contact center-as-a-service segment with overall annual recurring cloud-based revenue expected to exceed $85 million.
Posted 26 Feb 2013
Customer experience professionals and customers need to have a voice in pricing decisions, Forrester concludes.
Posted 22 Feb 2013
The move represents an effort to divest itself of non-core solutions.
Posted 15 Feb 2013
CEO steps down amid continued poor economic performance.
Posted 08 Feb 2013
The deal adds session border control technology to Oracle's communications offering to speed the deployment of all-IP networks.
Posted 04 Feb 2013
The former Oracle CRM executive will drive growth of the agency's cloud applications, platform, and data.
Posted 01 Feb 2013
Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels.
Few firms use CRM systems to their full effect.
Survey program from Mindshare resonates with convenience store customers.
The cloud-based offering addresses growing market demand and customer need for flexibility
Posted 30 Jan 2013
Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role.
Posted 25 Jan 2013
Five organizations earn top honors for customer experience transformation efforts and results.
Posted 18 Jan 2013
New research from Forrester shows customer service hasn't improved all that much in the past year.
Posted 15 Jan 2013
DMG report outlines steps companies need to take to address issues on social media.
Posted 04 Jan 2013
AmeriGas offers targeted, more efficient solutions with a speech-enabled phone system from Message Technologies Inc.
Insurers turned to mobile and social technologies to respond to the October superstorm.
Companies lack the skills to manage the barrage of information.
Companies concerned about data security have more hybrid (public and private) cloud computing options.
A study finds successful firms involved customers in the new product development process.
Posted 14 Dec 2012
The new cloud solution offers a complete view of the customer for a more personalized customer experience.
Posted 11 Dec 2012
The program offers an extensive assessment of companies' individual Net Promoter programs and how they compare to competitors.
Posted 07 Dec 2012
Cross-channel support starts with connecting the right channels.
At OpenWorld and CX Summit, Oracle reveals its latest product strategy.
An Atlanta-area cleaning company finds fruitful results with this appointment scheduling app.
The commission says companies can send confirmations of opt-out requests.
Posted 30 Nov 2012
The infusion of cash will help the big data applications provider accelerate growth and expand its product portfolio.
Posted 27 Nov 2012
An IBM study finds that more than three quarters of business leaders are struggling to incorporate social media into their daily work lives.
Posted 16 Nov 2012
SAP 360 Customer solution leverages in-memory computing, cloud, mobility, and collaboration tools.
Posted 13 Nov 2012
Nucleus Research's Value Matrix highlights new functionality and integration capabilities.
Posted 06 Nov 2012
The company maintains high standards with telecommuting agents using Envision's Click2Coach.
A Forrester report highlights big data challenges companies face.
Companies today must deliver cohesive experiences across multiple touchpoints.
Why some traditional performance metrics are wrong and what you need to evaluate now.
New offering includes mix-and-match options from 20 vendors.
Posted 19 Oct 2012
Acquisitions add SaaS-based marketing Web, and predictive analytics technologies to its portfolio.
Posted 12 Oct 2012
Integrated platform ensures consistent customer service across channels.
Posted 09 Oct 2012
Oracle pledges continued support for social and mobile apps as part of its CX suite.
Posted 04 Oct 2012
Big Red is adding a social media component to all of its Fusion apps.
Posted 03 Oct 2012
New offerings include two applications for social media management.
Posted 02 Oct 2012
At its annual Open World event, the computer giant unveiled four new cloud and storage offerings.
Posted 01 Oct 2012
Unified contact center solutions provider gains analytic decisioning platform and top-tier client roster from the contact center analytics firm.
Posted 28 Sep 2012
Central to its CRM strategy is the company's Customer Experience (CX) Suite.
HP Transformation Services-CEM is designed to help improve operational efficiency in the contact center.
Technology vendors tap into social media and online communities to let customers serve one another.
TalkRx keeps a small, family-owned drugstore chain competitive with national rivals.
Widgetized customer experience portal enables personalized, on-brand customer experiences.
Posted 18 Sep 2012
The company will also drop the term from its marketing material in the future.
Posted 05 Sep 2012
Multichannel Voting uses mobile text and Facebook to collect customer feedback instantly.
Posted 04 Sep 2012
Altitude's advanced contact center solution helps Al-Jomaih lead the market.
Technical support, communications, and media verticals will see the most growth.
Sports team struggle with collecting and analyzing data about their supporters.
Wideband audio could be the next evolution—or revolution—in technologies to hit the contact center space.
The browser-agnostic reporting tool is accessible from mobile devices, tablets, or off-site computers.
Posted 24 Aug 2012
Customer Service Experience panelists think things will only get worse before they get better.
Posted 15 Aug 2012
As social media customer service channels increase, companies can convert interactions to sales leads, product ideation, and reduced contact center costs.
Posted 14 Aug 2012
But while customers embrace new channels, businesses have to catch up, Customer Service Experience speakers warn.
Posted 13 Aug 2012
The settlement stems from allegations that Google circumvented "do not track" settings in Safari Internet browsers and placed cookies on users' computers.
Posted 10 Aug 2012
HP Transformation Services-CEM is designed to help improve operational efficiency in the contact center.
Posted 03 Aug 2012
Videos explain bills to customers so call center agents don't have to.
Colleges and universities are starting to use CRM solutions to manage relationships with students at every stage.
8x8 virtual office services provide SMBs additional ways to maximize employee productivity.
Posted 27 Jul 2012
The application provides anytime, anywhere access to operational metrics, agent schedules, and exception management.
Posted 20 Jul 2012
A bill similar to the U.S. Call Center Worker and Consumer Protection Act has been introduced into the U.S. Senate.
Posted 19 Jul 2012
New Avaya IP Office 8.1 enhances mobility, centralizes management, and adds new security options.
Posted 17 Jul 2012
Confirmit Voices aims to help businesses build outstanding VoC programs.
Posted 13 Jul 2012
The SaaS-based offering for tech support combines self-service capabilities with agent-assisted interactions.
Posted 10 Jul 2012
Mobile and online experiences also seen as key business objectives in the immediate future.
Wren Solutions streamlines internal support and eliminates duplication with TeamSupport.
As companies adopt voice of the customer solutions, customers expect them to act on their feedback.
Barclaycard, Cisco, and Vanguard are recognized for their positive customer experiences.
Posted 29 Jun 2012
The new development platform melds unified multichannel interaction, people management, and technology expertise with Microsoft enterprise applications.
Posted 22 Jun 2012
Unconfirmed reports have the deal worth $1.2 billion.
Posted 15 Jun 2012
The credit card company collects three Contact Center Excellence Awards from IQPC.
Posted 08 Jun 2012
Social media use in the contact center is projected to grow 22.9 percent this year.
Posted 06 Jun 2012
In a study of the top 25 online retailers, only 44 percent of customer service questions posted via Twitter were answered within 24 hours.
Posted 01 Jun 2012
It's easier than you think to make sense of Twitter.
IRely makes a wise choice with TechExcel's CustomerWise.
More contact centers will deploy technologies in 2012.
Providers struggle in an industry undergoing massive change.
The ONE Correspond for Salesforce social enterprise app boosts customer service, sales, and marketing communications with personalized interactivity and enterprise mobility.
Posted 22 May 2012
Newly announced integrations and support agreements make the platform even more versatile.
Posted 16 May 2012
SAP adds critical components to SuccessFactors suite to boost its cloud offerings.
Posted 15 May 2012
The company advances applications in the cloud, and expands mobile device management, mobile device support, and platform and application development.
Posted 14 May 2012
Joint Voice Call Back offering promises to improve the customer experience.
Posted 11 May 2012
Interaction Mobilizer enables companies to build and deploy customer service applications on mobile devices, bridging the gap between mobile self-service and live assistance.
Posted 08 May 2012
Company reimagines the brand-owned marketing community to drive traffic and conversion
Posted 04 May 2012
A natural language-based IVR connects US Airways passengers to better service.
Proposed legislation is a first step in the process to strengthen online consumer protections.
Service providers respond to changing market conditions with greater CRM deployments.
It grows from 188 percent in initial automation phase to 1,209 percent in the predictive phase, Nucleus Research Finds
Posted 27 Apr 2012
Legislative pressure to cut funding to U.S. companies that outsource call center operations overseas hits a Filipino job training program.
Posted 25 Apr 2012
HP launches Social Enterprise Services to help organizations implement a social CRM program.
Posted 20 Apr 2012
Business Insights features reports, dashboards and data collection tools to help SMBs understand their businesses.
Posted 06 Apr 2012
Charity no longer begins at home; today, it begins with a homepage.
The Boston Red Sox turn to Sports CRM from Green Beacon to heighten the fan experience.
Only 35 percent of comments ever get a response.
The agency calls on companies to adopt best practices about collecting and sharing consumer information.
Posted 30 Mar 2012
The smartphone surveying and feedback app can be incorporated into a customer service interaction.
Posted 27 Mar 2012
The solution uncovers connections and relationships from contacts to increase selling opportunities.
Posted 23 Mar 2012
Corporate mobile app combines voice, search, mobile display, and interactions.
Posted 20 Mar 2012
The program provides efficient, affordable, and customized domestic outsourcing alternatives while giving jobs to returning American veterans.
Posted 09 Mar 2012
The company releases SAP Business One OnDemand and expands cloud capabilities in BusinessByDesign.
Posted 06 Mar 2012
The Snapshot for Salesforce CRM product lets users create backup files in case of data loss.
Posted 02 Mar 2012
2D bar codes are a great marketing strategy, at least in theory.
Hotel chains open communities to communicate with guests.
Dennis Michalis takes over as general manager of the product line from Brad Wilson.
Avaya Communications Outsourcing Solutions provides multivendor, custom-managed services for large businesses.
Posted 29 Feb 2012
Dell Services will deliver Aspect's unified communications solutions for next-generation customer contact centers.
Posted 24 Feb 2012
The company introduces collaboration solutions to improve care coordination, patient interaction, and remote/home-based patient care.
Posted 21 Feb 2012
New research identifies the brand marketing practices that inspire vs. those that irritate.
Posted 17 Feb 2012
The company's new focus includes product enhancements that center around mobility, hosted offerings, analytics, and databases.
Posted 15 Feb 2012
Integrations provide contact center managers centralized administration, better security, and the ability to reduce costs.
Posted 14 Feb 2012
Switching rises in eight out of 10 industries; loyalty programs do not wield big influence, Accenture reports.
Posted 10 Feb 2012
New patent covers call back disposition and re-evaluation in a IVR-based customer care.
Posted 08 Feb 2012
Under its new ownership, the company will enhance its core product portfolio and strengthen its offerings in cloud computing, analytics, workforce optimization, process workflow, and social engagement.
Posted 01 Feb 2012
Business analytics return $10.66 for every dollar spent; CRM systems return $5.60.
E-commerce apps are a big piece of the development landscape.
Proposed legislation would prevent United States firms that off-shore contact center jobs from receiving government funds.
An analyst firm predicts that mobile shopping will create a multibillion-dollar industry for credit card companies, online retailers, and mobile operators.
This generation's size and spending power doesn't rival other generations, but its presence and influence should not be ignored.
Vocantas IVR helps Avila University reach out to students in danger of transferring or dropping out.
New platforms enable SMBs to offer help desks that are integrated with social media, email, chat, and phone.
Posted 31 Jan 2012
New research also finds a growing number of utilities share information about service issues with customers via social media.
Posted 27 Jan 2012
The campaign management and outbound notification app is the first Voxeo Connect Certified Partner application.
Posted 24 Jan 2012
The new product suite offers a comprehensive set collaboration capabilities for consumer-oriented mobile devices.
Posted 11 Jan 2012
Dennis Michalis takes over as general manager of the product line from Brad Wilson.
Posted 06 Jan 2012
The Canadian home décor and furniture-protection products provider gains a 28 percent sales increase with Sage SalesLogix
The Internet search firm's new sales portal is built around Salesforce's Force.com and Chatter platforms
Customer interaction technologies should support one another, not compete
Cloud technologies and social networking will drive future demand
Forrester research finds companies lack integration across channels
Voxeo Connect offers resellers and system integrators new revenue opportunities and a competitive edge.
Posted 13 Dec 2011
Proposed legislation would prevent U.S. firms that offshore contact center jobs from receiving government funds.
Posted 09 Dec 2011
The deal expands IBM's cloud-based analytics offerings and beefs up its Smarter Commerce portfolio.
Posted 08 Dec 2011
New Contact Center Solutions deliver social media monitoring and enable agents to serve customers from anywhere using any device.
Posted 05 Dec 2011
Average call wait times were 139 percent higher for the top 25 retailers on those two days than normal.
Posted 02 Dec 2011
The $1.5 billion deal is part of an "aggressive" move to offer more cloud solutions, Oracle says.
A bill in Congress would allow for the delivery of time-sensitive information to mobile phones.
Rapid growth in the SaaS CRM market is paving the way for "Social CRM" adoption, says AMI.
Speech technology can protect customer data against small-scale attacks.
A compensation broker reduces agent load with an automated FAQ tool.
Huntington Bank returned to profitability quickly by re-engineering its customer service processes.
With Model Metrics, Salesforce.com adds mobile and social expertise to accelerate the shift to the social enterprise.
Posted 15 Nov 2011
New research from the Temkin Group suggests companies are using the metrics data they collect.
Posted 11 Nov 2011
VoiceHub brings a speech recognition-based phone service to entrepreneurs, mobile workers, and small to medium businesses.
Posted 04 Nov 2011
Westpac Group installs Holly Connects platform to address customer service woes.
Hiring, training, and technology are considered keys to raising the customer service standard.
Can the Industry Deliver Integrated Support?
Spending in this segment will rival TV advertising by 2016.
Offering enables organizations to seamlessly monitor, analyze, and act on social media interactions.
Posted 01 Nov 2011
The offering continues to drive workforce management further into the enterprise with enhanced branch, contact center and back-office operations features.
Posted 28 Oct 2011
Acquisition will enable Avaya to add speech analytics to contact center and unified communications portfolio.
Posted 20 Oct 2011
"Quick Spin" program designed to further reduce risk of migrating to communications-as-a-service.
Posted 17 Oct 2011
Sugar 6 becomes the first CRM product available through IBM's software-as-a-service platform.
Posted 14 Oct 2011
New SmarterTrack application is scalable across platforms and operating systems.
Posted 13 Oct 2011
A new company forms out of Digitas and offers solutions to help companies manage large data collections.
Posted 11 Oct 2011
Extended social business ecosystem solution features advanced analytics and business intelligence.
Posted 07 Oct 2011
Better connections with customers and more efficient use of resources will drive future IT investments
The company plans to start charging merchants for customer data
Not even a threatened cancellation of the season could deter football's loyal customers
A contact center executive at American Express takes a holistic approach to support
The insurer's virtual assistant engages more than 2 million chats, helping ferret out information on benefits, costs, and more
Rapid-growth in the SaaS CRM market is paving the way for "social CRM" adoption, says AMI.
Posted 30 Sep 2011
Assistly provides instant customer-service help desk applications that can be set up in minutes, adding to Salesforce's cloud portfolio.
Posted 22 Sep 2011
41 percent of all enterprise communications application users worldwide will migrate to the cloud by 2016.
Posted 20 Sep 2011
The new solutions are designed to steer customers to mobile smartphone apps for self-service.
Posted 13 Sep 2011
Benioff calls cloud computing the future of software and systems, Google's executive chairman agrees.
Posted 02 Sep 2011
Social Sign-On, Twitter Dashboards and Klout integration allow B2B marketers to capture, track, and score leads over social channels.
Posted 01 Sep 2011
Cloud-based call center technology is now available to Salesforce.com customers.
Posted 01 Sep 2011
Merced Systems helps reverse performance in just two years
Blinds.com improves bottom line and organizational efficiency with new phone systems
Workforce optimization suites broaden their focus beyond the company
Responsys' third annual Email Design Look Book highlights strategies vital to marketers' future success
Investments in monitoring social media rise but still lag customers' use of it
IBM is cashing in on its Netezza, Coremetrics, and Unica deals by adding analytics products
Changing consumers' habits requires financial institutions to sharpen their focus on service, according to report
New offerings from the company make the social enterprise an easier goal to achieve.
Posted 31 Aug 2011
Genesys Mobile Customer Engagement Strategy evolves companies from transactional, service-only apps to mobile customer conversations.
Posted 24 Aug 2011
The generation is heavily influenced by peer support for shopping decisions, according to the research.
Posted 19 Aug 2011
Prophecy adds HD audio and IPv6 and fax support while VoiceObjects brings greater scalability and ease of use.
Posted 12 Aug 2011
Better connections with customers and more efficient use of resources will drive future IT investments.
Posted 05 Aug 2011
VoiceForTwitter and VoiceForFacebook give a voice to social media by enabling businesses and consumers to post audio updates via their phones.
Posted 03 Aug 2011
The deal creates a comprehensive CRM solution with advanced knowledge management capabilities and integrated self-service.
Posted 29 Jul 2011
Accenture survey finds 80 percent of consumers expect customer services to be easier and more convenient.
Posted 27 Jul 2011
CRM can help firms struggling with longer selling processes
Opt-in consent required for emails and for tracking the online activity of Web site visitors
Research reveals how consumers will contact customer service within the next two years
Oracle generates biggest share of $16.5 billion in annual revenue
The combination will create a single voice-of-the-customer solutions provider with multichannel analytics, including speech, social media, Web chat, and enterprise feedback
Posted 20 Jul 2011
Smarter Commerce offerings combine Web analytics and digital marketing in one integrated suite.
Posted 15 Jul 2011
Online ERP and connected services for employers are among the company's new offerings.
Posted 13 Jul 2011
New contact center products enable companies to compete more effectively through personalized customer experiences across media channels
Posted 12 Jul 2011
Collaboration tools are among the features in this new application.
Posted 08 Jul 2011
YourBuzz helps businesses listen to and connect with customers across social channels.
Posted 01 Jul 2011
Mass-messaging systems help keep constituents informed
Many firms use analytics data inconsistently and rely on personal experiences when engaging customers
IBM's new High Capacity Appliance can analyze up to 10 petabyes of data
Posted 24 Jun 2011
Companies are likely to make mistakes in social media early on, but the key is to learn from them and move on, ACCE keynoter urges.
Posted 15 Jun 2011
Speakers urge companies to engage customers on their preferred channels, and with a set service mantra.
Posted 14 Jun 2011
Major new release of flagship IP communications software suite adds real-time speech analytics, increased scalability, Web portal access, and private cloud deployment model.
Posted 13 Jun 2011
Email is still the most effective way of reaching customers, but campaigns should also include the Web, SMS, social media, and other channels.
Posted 10 Jun 2011
Nuance Complete Care engages consumers over the customer contact life cycle with integrated inbound and outbound customer care
Posted 06 Jun 2011
A new report suggests that new measures of value are needed so that organizations know how best to direct engagement efforts.
Posted 03 Jun 2011
CCC Loyalty View measures the amount of effort a customer has to expend to have his issue resolved.
Posted 27 May 2011
Regulations take affect today that require opt-in consent for email marketing and tracking the online activity of Web site visitors.
Posted 25 May 2011
HANA brings the speed of real-time computing to companies all over the world.
Posted 19 May 2011
Pinal County speeds responses and cuts costs by switching from a hosted to an on-premises contact center suite
Listening to customers should precede any foray into social media, the former leader of @ComcastCares advises
Online communities foster customer loyalty by doing what traditional contact centers cannot
Smartphones allow consumers to share their in-store experiences moments after they happen
Valued at $326 million, the acquisition brings social media monitoring platform to CRM giant
SAP puts the focus on the customer, on-premises, on-demand, and on-device.
Posted 18 May 2011
The company sees a large appetite among businesses for solutions offered on a fully hosted or software-as-a-service basis.
Posted 11 May 2011
The solution set, part of its Impact 360 product suite, combines all sources of customer interaction data into a single platform.
Posted 03 May 2011
Ten percent of customers can't be identified by automated customer service systems, driving down customer satisfaction.
Posted 02 May 2011
A new global trade group is formed to provide members with extensive research, education, and networking opportunities.
Posted 29 Apr 2011
The solution combines many social media and customer service tools in a single offering.
Posted 27 Apr 2011
This CaaS offering comes with all of the feature functionality of Noble Systems' premises-based platform.
Posted 26 Apr 2011
Partnership with Radian6 enhances social media monitoring with tools for querying, analysis, and crafting customer service responses.
Posted 22 Apr 2011
The new software solution combines analytics, interaction automation, and personalization across channels.
Posted 19 Apr 2011
Media company leverages Pronexus system to standardize subscription services for 14 newspapers
Technologies blend data from different sources, emotional states, and moments in time
Schools shift focus to generate more inquiries in-house and boost technology investments
CRM outsourcers still grapple with social media strategies
Active Endpoints leads a new wave of companies consumerizing SaaS through user-driven customizations.
Posted 15 Apr 2011
Not all consumer groups are sold on the Kerry-McCain bill's ability to protect customers online.
Posted 13 Apr 2011
Consumer groups hail it as an important step toward protecting consumer information.
Posted 12 Apr 2011
New Web-based service will also feature automated lead-generation and customer service options.
Posted 08 Apr 2011
Contact center software enhancements support mobile and multimedia customer interactions.
Posted 05 Apr 2011
Astute SRM helps companies increase customer engagement, optimize social business processes, and drive innovation.
Posted 30 Mar 2011
The latest version delivers new features to meet the needs of the world's leading high-tech product and complex service and support environments.
Posted 30 Mar 2011
The deal is worth $276 million in cash and $50 million in stocks.
Posted 30 Mar 2011
New Sage SalesLogix Mobile enables rich CRM functionality on popular devices; browser-based design allows rapid mobile CRM deployment.
Posted 25 Mar 2011
The solution is the first customer care solution developed specifically for the smartphone.
Posted 21 Mar 2011
New resource helps merchants and service providers understand and implement PCI DSS requirements for voice recordings.
Posted 18 Mar 2011
Cognos solution leads to 50,000 new visits and revenue growth
Nexidia's QuickStart helps health insurer reduce call times and volume and improve self-service on the Web
Too much familiarity can repel customers, so designers must take pains to build the right systems
Telco loyalty programs increasingly have the right ring
Fourteen percent of the world's population belongs to at least one such program, according to Finaccord
Chat solution provides auto dealers with multiple avenues to create more personal connections with shoppers online.
Posted 15 Mar 2011
Customer interaction management solutions vendor creates a new division to meet demand for business-to-consumer smartphone applications.
Posted 11 Mar 2011
A new survey finds companies miss opportunities for customer connections in the billing process.
Posted 08 Mar 2011
A compound annual growth rate of 35 percent is expected during the next four years.
Posted 03 Mar 2011
New system uses speaker recognition to identify agents on call recordings.
Posted 01 Mar 2011
Fourteen percent of the world's population belongs to at least one coalition loyalty program.
Posted 25 Feb 2011
Since 2008, complaints have jumped by 40 percent, says analyst firm
Companies scramble to relocate outsourced operations in the wake of violent political protests
Properties create apps to reach prospective guests and the ones they have
The combination of companies will usher in a greater adoption of integrated marketing management.
Posted 23 Feb 2011
Industry research underscores the immediate need for a consolidated, real-time view of information across all data sources.
Posted 18 Feb 2011
Satisfaction is much lower among customers who go through automated response systems than live agents, new J.D. Power & Associates research finds.
Posted 07 Feb 2011
Today's seniors can't be left out of IVR design decisions.
Dell posts gains in IVR performance in Vocalabs study of phone-based tech support.
Posted 28 Jan 2011
Of those, 2.6 billion are completed, according to Vovici research.
Posted 29 Dec 2010
Pelorus Associates expects the total worldwide market to hit $1.24 billion in five years, up from $800 million today.
Posted 10 Dec 2010
First Call Resolution, Handle Time Optimization, and Call Volume Reduction enable contact centers to make better use of Utopy's speech analytics platform.
Posted 04 Jun 2010
G-Force '10: Genesys Telecommunications Labs' updated customer service suite promises to manage customer conversations across channels and time.
Posted 19 Apr 2010
Version 3.0 of the vendor's mobile voice solution expands text-to-speech functionality as well as BlackBerry support.
Posted 16 May 2009
Alcatel-Lucent joins some familiar faces in the Leader space: Aspect Software, Avaya, Cisco Systems, Genesys Telecommunications Laboratories, Interactive Intelligence, and Nortel Networks.
Posted 22 Dec 2008
The voice platform vendor helps itself to a portfolio of self-service applications.
Posted 10 Dec 2008
Parent company of contact center solutions provider Syntellect snaps up another peer.
Posted 22 Oct 2008
New offering gives users the flexibility and oversight typically associated with on-premises solutions without the large capital costs.
Posted 22 Jul 2008
CRM, together with telephony technologies, leads to better sales for a direct marketer.
G-Force '08: Despite the increasing popularity of Web interactions, customers keep calling.
Posted 30 Apr 2008
G-Force '08: At its annual user conference, the Alcatel-Lucent unit expands on the launch of its latest offering.
Posted 30 Apr 2008
Contact center solutions provider KomBea claims its new offering is "turning the live agent call-handling game on its head."
Posted 18 Apr 2008
As the shopping season approaches, retailers can expect disgruntled customers.
Posted 15 Nov 2007
Wes Hayden becomes president of Nuance Communications' new Enterprise Division, part of Nuance's shift from point technologies to integrated enterprise solutions.
Posted 03 Oct 2007
Despite improving satisfaction scores, call centers need to provide more positive experiences for consumers; the lesson can also be applied to other channels.
Posted 27 Apr 2007